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Business
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| Number of pages / Number of words: |
13 / 3577 |
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“Employees with a relational psychological contract are more willing to contribute their time and effort without expecting the organization to pay back this debt in the short term.†(McShane, Von Glinow, 2005) In a large organization involved in one-on-one healthcare, employees represent the company to the patients where delivering the service in a caring and sensitive manner is critical to organizational success...
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An employee with a strong psychological contract is more likely to deliver service above and beyond the call of duty when required, without seeking immediate reward. Global Communications’ call center staff are the day-to-day voice of the organization to customers. The lesson for Global is simple: determine methods to include employees in the decision making process and strengthen their psychological contract with the company and improve service to customers in an increasingly competitive environment...
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